BPO Trainer

JOB SUMMARY

Provide a high level of training and development service to the company and its clients specifically on instructional design (i.e. TNA, curriculum development, continuous TQA process improvement, and post-training evaluations), and on corporate and leadership development program facilitation; ensuring employees are fully equipped with the necessary competencies and work values that will help them to highly perform, thereby helping the company achieve its strategic objectives.

Qualifications:

• At least 1 year of training and development experience in the BPO Industry is required.
• At least High school education level is required.

Role and Responsibilities

• Delivers training courses.
• Training Needs Analysis - Using the QA performance, trending data & other sources of data.
• Conducts assessment to measure retention and understanding.
• Utilizes solid analytical and decision-making skills to assess performance trends and learning needs.
• Identifying training needs by evaluating strengths and weaknesses.
• Prepares training plans and agenda.
• Maintains a database of all training materials
• Instructs employee training and onboarding
• Review employee performance and learning
• Develops or oversees the production of classroom handouts, instructional materials, aids, and manuals. Test and review created materials.
• Prepares and facilitates product knowledge tests.
• Coordinates with other departments for process implementations/improvements.
• Provides support to other departments with training-related needs.
• SBS (Side by side) with agents to evaluate performance
• BPO or call centre industry experience is required.
• Update courses
• Refresher courses
• Skill Enhancement courses
• Call or Chat Time as part of continuous application and exposure for training purposes
• Cover if there is a surge of chats or calls
• Coaching and feedbacking
• Motion Study
• Mock calls or call simulations

INSTRUCTIONAL DESIGN

• Designs and develops Targeted Learning Solutions to close Identified Gaps; strengthening Organizational Capabilities and ensuring that the Organization meets or exceeds its Performance Targets and Business Goals.
• Instructional design certification or formal training is preferred.

TRAINING AUDITS / PROGRAM EVALUATION

Oversees and audits the end-to-end execution and evaluation of all account-specific training, continuous learning sessions, individual/group coaching sessions, etc.

Preferred Skills

• Excellent oral, written, and interpersonal communication skills
• Experience persuading audience and front-line employees to support new initiatives
• Exceptional listening skills
• Problem-solving skills
• Excellent ability to identify and analyze data for trends
• Experience in providing performance feedback
• Excellent time management
• Ability to multitask and perform in a constantly changing environment
• Experience managing and driving team calibration to QA requirements
• Strong organisational, planning, and prioritisation skills
• Capacity to present oneself professionally in public